1 reviews | Active since Dec 2019
Incompetence
I am sad that I have to rate the service I've received from FNB and the FNB ***** department, if it was possible not to even give the star I have given them I would have done so.
My name is Sithembelo Nxumalo, I've been banking with FNB for a number of years. On the 27/11/2019 I received bad news that I can't access my money because my account is freezed due to suspected *****.
A gentleman at FNB 359 west street Durban who was assisting broke the news that "my account is freezed due to suspected ***** and he advised that the ***** department will contact me regarding the ***** case".
I patiently waited to receive the call and it never came. Between the 3rd and 4th of December I went back to the branch and now a lady was assisting me, she said something different to what the gentleman advised of as she said "the ***** department is waiting for me to contact them", and I asked the lady if I could contact them inside the branch because I have been waiting to speak with them since the 27th of the past month, and a response I received was "the bank does not have a telephone that they can use to dial out" which basically meant I must contact this department using my own phone!
I was given a number ***) FNB ***** number. I dialed the number a lady who was assisting me provided a number ***) which is a desk number for the person handling my ***** case Mr Sello Maqelepo and she transferred the call to his desk.
Mr Sello Maqelepo advised that there were two money transfers of R1500 that were sent to my account using cellphone transfer and R3000 was withdrawn minutes later. I advised that I know those transfers but I did not know that they were ********** because a person asked if she could receive and withdraw money using my account and I said yes and when the FNB banking App sent a message advising about these transfers I saw nothing wrong with them as both the messages had the same reference.
Sello advised that the transactions were ********** which I accepted. I asked for a solution or a way forward regarding this issue, he advised that the only way to resolve this is for me to return the R3000 that was transferred and withdrawn because in this case I'm the one who looks like a *********. I accepted the responsibility of returning the money and advised that my account is frozen with my November salary the bank can deduct the R3000 on my account and then unfreeze my account.
I advised that the nearest bank to me is FNB west street and he said he will send a document that I have to sign giving consent that the money must be debited on my account and credited to the person whom it was ****** from.
I went to the bank and this is between the 4th and 5th of December. And now a kind lady assisted me, she advised that there is no e-mail address that the branch uses they all have personalised e-mail addresses. She provided an e-mail ***.
I went and contacted Mr Sello Maqelepo to provide this e-mail but I could not get hold of him. Until today I have been trying to get hold of him but I cannot. Every time I dial his desk number the voice prompt advises that "the person on this desk is currently unavailable please try again later".
I have contacted the ***** department line numerous times ***) no one answers, and I have been going back and forth with the people working at FNB ***** ***) all are advising that " they cannot do much about my case only Sello Maqelepo can assist" I even gave the e-mail address that I was given in the branch, my cellphone number and also an alternative number for Sello to contact me once he has sent the document and everyone is advising me that they have sent an e-mail to Sello and he will respond to me. The only communication I have received from FNB are five voicemail messages from their collections department advising that my gold credit card is outstanding I must contact them.
Now FNB please tell me I have been enquiring about this issue since the 27th of November I came to an agreement with your Employee Mr Sello Maqelepo between the 4th or 5th of December I have been waiting to receive a document that I need to sign so that my account can be unfrozen, how am I accepted to pay for my credit card which we had an agreement that payments will be debited on my account, if the account is freezon, where must I get the money to pay for this credit card, if every cent that I have is on this account and you yourselves cannot debit from it?
Today is the 18th of December which means my case has been dragging for 21days.
I only hope this is not how you treat all your customers I am the unlucky one, since now I'll have a bad credit record due to failing to pay for my credit card and again extra fees will be charged as I am in arrears and again collection fees will be added since your collections department is the only department which is happy to dial my number.
The day after I wrote the review things were promising as I received sevaral calls from FNB and I advised that they have escalated my enquiry and I'll be contacted with feedback before the end of the business day. The last gentleman I spoke to advised that the enquiry has been escalated to a manager working on the ***** department and I should expect a call in the next 30 minutes.
A week has passed now and still I have not received any call from this manager, so I decided to call the FNB ***** department again, this time a gentleman advised that for my account to be cleared I must go to a nearest FNB branch. At the branch they must do a validation, call the ***** department and the account will be cleared.
So I went to the branch in Durban west street, validation was done and the lady assisting contacted the ***** department. Just when I thought this nightmare was coming to an end, it continued where it left off.
Now the gentleman assisting advised that the ***** department cannot do anything regarding the problem I'm having and the only person who can assist is "Sello Maqelepo". This is the same person I spoke to in the begging of the month and until today he has not made any communication with me. Advising the agent I spoke to regarding the bad service I've received since my account was blocked I was offered a number ***) and was told that the number belongs to Pretorious Reon and Mr Reon is the person whom Sello reports to. I dialed the number in a desperate hope that maybe this person will offer assistance, but my hope was short lived as the response I received everytime I called Sello was the same as the one I received when I call his superior "the person on this line is not available on the desk, leave a message and they will get back to you".
On the 27th of the current month I'll be finishing a full month trying to find assistance regarding my frozen bank account. I've spoken to a number of people explaining the same thing again and again, I've received two salaries on the account and I haven't even touched a cent from them, I'm behind on debit order payments, I owe people money as had to borrow money to pay for my rent, tomorrow it's Christmas my eleven year old son has no Christmas clothes.
FNB what must I do to get this thing sorted out, or must I leave you with my two months salary and join another bank? All asked for was for you to debit R3000 on my salary and credit Mbuyiseni's account with the R3000. Why is this so difficult to do?
The day after I wrote the review things were promising as I received sevaral calls from FNB and I advised that they have escalated my enquiry and I'll be contacted with feedback before the end of the business day. The last gentleman I spoke to advised that the enquiry has been escalated to a manager working on the ***** department and I should expect a call in the next 30 minutes.
A week has passed now and still I have not received any call from this manager, so I decided to call the FNB ***** department again, this time a gentleman advised that for my account to be cleared I must go to a nearest FNB branch. At the branch they must do a validation, call the ***** department and the account will be cleared.
So I went to the branch in Durban west street, validation was done and the lady assisting contacted the ***** department. Just when I thought this nightmare was coming to an end, it continued where it left off.
Now the gentleman assisting advised that the ***** department cannot do anything regarding the problem I'm having and the only person who can assist is "Sello Maqelepo". This is the same person I spoke to in the begging of the month and until today he has not made any communication with me. Advising the agent I spoke to regarding the bad service I've received since my account was blocked I was offered a number ***) and was told that the number belongs to Pretorious Reon and Mr Reon is the person whom Sello reports to. I dialed the number in a desperate hope that maybe this person will offer assistance, but my hope was short lived as the response I received everytime I called Sello was the same as the one I received when I call his superior "the person on this line is not available on the desk, leave a message and they will get back to you".
On the 27th of the current month I'll be finishing a full month trying to find assistance regarding my frozen bank account. I've spoken to a number of people explaining the same thing again and again, I've received two salaries on the account and I haven't even touched a cent from them, I'm behind on debit order payments, I owe people money as had to borrow money to pay for my rent, tomorrow it's Christmas my eleven year old son has no Christmas clothes.
FNB what must I do to get this thing sorted out, or must I leave you with my two months salary and join another bank? All asked for was for you to debit R3000 on my salary and credit Mbuyiseni's account with the R3000. Why is this so difficult to do?